Supervisor Dashboard - Kore.ai Docs

The QA Dashboard provides a centralized view of quality performance across AI Agent and Human Agent conversations. It combines audit metrics, evaluation outcomes, AutoQA coverage, adherence trends, coaching insights, and interaction analytics to help supervisors monitor quality, identify performance gaps, and prioritize coaching opportunities. The dashboard uses shared global filters, including Handled By, allowing supervisors to analyze AI Agent, Human Agent, or combined conversation data. All widgets update automatically to reflect the selected filters. Using the QA Dashboard, supervisors can:

Monitor quality performance and evaluation trends.
Compare AutoQA and manual audit results.
Analyze failed and fatal interactions.
Track audit progress, coaching activity, and pending reviews.
Evaluate AI Agent and Human Agent performance separately or together.
Identify agents requiring coaching.

Key features

Feature	Description
Real-time Performance Insights	Provides near real-time visibility into audit performance, agent quality trends, coaching activity, and fatal interactions across conversations.
Handled By Analysis	Filter dashboard data by All, Human Agent, or AI Agent to analyze quality metrics separately or together.
Cross-queue Analytics	Enables viewing agent performance across all queues without assignment restrictions.
Direction-aware Analysis	Supports separate or combined analysis of inbound and outbound interactions for performance comparison.
Adherence Heatmap	Visualizes adherence trends, fatal interactions, and evaluation performance based on selected filters.
Agent Leaderboard	Identifies top and bottom performers using audits completed, audit scores, evaluation scores, and failure rates to support targeted coaching.
Evaluation Score Trends	Tracks Auto QA and manual audit score trends across daily, weekly, and monthly time periods.
Performance Monitoring	Analyzes score distributions and agent performance using evaluation forms.
Flagged Interactions Visibility	Provides access to flagged interactions across the QA Dashboard, Audit Screen, and Conversation Mining for quality control and coaching.
Pending Review Tracking	Tracks evaluations awaiting QA action and evaluations awaiting agent acknowledgement or dispute response.
Filter-based Analysis	Supports global filters for language, date range, channel, and contact direction, with dynamic widget updates based on selected criteria.
Role-based Access	Grants access based on user role. App Owners, App Developers, App Testers, and Supervisors with Cross Queue Data Access can view all queues, while other users can access only their assigned queues.

Access Supervisor Dashboard

Navigate to Quality AI > AutoQA > Dashboard.

Enable the required settings in Quality AI General Settings and assign the appropriate permissions to access features such as Agent Scorecard, Auto QA, Evaluation Forms, Adherence Heatmap, Performance Monitor, and Agent Leaderboard.

Configuration Requirements

Enable the required settings in Quality AI > Settings > Quality AI General Settings to access dashboard features and activate the Agent Accept & Dispute workflow.
Assign the required Quality AI permissions to access features such as Agent Scorecard, AutoQA, Evaluation Forms, Adherence Heatmap, Performance Monitor, and Agent Leaderboard.
Enable Cross Queue Data Access for users to view data across all queues.
Configure and publish evaluation forms and scorecards, and enable AutoQA (for automated evaluation scoring) in Quality AI General Settings.

Dashboard Filters

The QA Dashboard supports shared global filters across all widgets, consistent with the Agent Dashboard and Audit views. Use the Filter panel to refine dashboard data by evaluation form, queue, language, date range, channel, contact direction, and agent for targeted quality and performance analysis. By default, the dashboard displays data for All Evaluation Forms, All Queues, All Languages, Last 7 Days, All Channels, and Both Directions.

All widgets update dynamically based on selected filters. Default: All Languages, Last 7 Days, All Channels, Both Directions.

Date Range

Select a date range using the calendar and apply to refresh the dashboard data. To filter by calendar,

Select the Calendar dropdown.
Select a date range.
Select Apply.

Select Filter in the upper-right corner of the dashboard to open the filter panel.

Filter	Description	Affected Widgets
Evaluation Forms	Filters dashboard data using the selected evaluation forms. Queue and Experience Flow options update dynamically based on the selected forms.	Total Audits, Fatal Interactions, Evaluation Score, Adherence Heatmap, Fail Statistics (Evaluation Form), Performance Monitor (Evaluation Form)
AI Agent → Experience Flow	Filters AI Agent conversations using the selected Experience Flows. Supports multi-select, search, Show all, and Clear selection.	Evaluation widgets, Fail Statistics, Adherence Heatmap, Performance Monitor
Human Agent → Queues	Filters Human Agent conversations using the selected queues. Supports multi-select, search, Show all, and Clear selection.	Evaluation widgets, Fail Statistics, Adherence Heatmap, Performance Monitor, Agent Leaderboard
Human Agent → Agents	Filters dashboard data for the selected Human Agents. Supports multi-select, search, Show all, and Clear selection.	Agent Leaderboard and coaching-related widgets
Channel & Direction	Filters interactions by channel (Voice or Chat) and contact direction (Inbound, Outbound, or Both).	All widgets
Language	Filters interactions by the configured languages. By default, all available languages are selected.	All widgets

Select Apply to apply the selected filters and refresh the dashboard widgets. This Apply option becomes available only when filter changes are pending.

Only configured languages are available. The default view includes All Languages, Last 7 Days, All Channels, and Both Directions.

Agent Performance Metrics

Provides a high-level summary of audit activity, coaching workload, quality performance, and evaluation review status.

Metric	Description
Total Audits	Displays the total number of completed manual audits.
Avg. Audits per Agent	Displays the average number of audits completed by each agent in assigned queues.
My Pending Reviews	Displays the number of disputed evaluations assigned to the signed-in QA that are awaiting re-evaluation response. The count updates automatically when agents submit disputes and QAs resolve them.
Supervisor Pending Reviews	Displays the number of evaluations awaiting supervisor review or dispute resolution.
Agent Pending Reviews	Displays the number of evaluations awaiting agent acknowledgement or dispute response.
Coaching Sessions Assigned	Displays the total number of coaching sessions assigned to agents.
Agents in Coaching	Displays the number of agents with active coaching assignments in queues the supervisor can access.
Fatal Interactions	Displays the number of interactions that failed due to fatal evaluation rules. If an interaction meets any fatal criterion, the system assigns a score of zero to the entire scorecard.

This metric is visible only when these settings are enabled in Quality AI > Settings > Quality AI General Settings and Agent Accept & Dispute are configured for one or more evaluation forms.

Audit Progress

Displays the overall audit status of assigned interactions in a donut chart, showing distribution across audit stages. The total in the center represents all assigned interactions, while each segment indicates its current status.

Status	Description
Completed	Number of assigned interactions audited.
Pending	Number of assigned interactions not audited.
In Review	Number of assigned interactions under review.

Audit Action

Select Audit to navigate to Conversation Mining > Audit Allocations, where you can start or continue evaluating assigned interactions. For more information exploring and filtering interaction-level data, see Audit Allocations.

Evaluation Score

Displays the trend of the average Kore Evaluation Score (Auto QA) and average Audit Score (manual) over daily, weekly, or monthly interval views based on selected filter options such as Forms, Channels, Languages, Queues, and Agents.

When Agent Accept & Dispute is enabled in Quality AI > Settings, Audit Score reflects the latest revised score after re-evaluation.

Adherence Heatmap

Displays a 7-day adherence snapshot for the selected evaluation form, highlighting adherence trends, flagged interactions, and fatal interactions at the form level. The heatmap updates based on filters such as evaluation form, queue, language, channel, agent, and date range. Queue options update based on the selected evaluation form. Hover over a tile to view adherence percentage, interaction count, and total evaluated interactions for a selected date and agents. Use Mark as Default to set a default evaluation form and maintain consistent data across the Adherence Heatmap and QA Dashboard.

Option	Description
Evaluation Form	Select the evaluation form for adherence metrics and fatal interactions. Set a default form to display data on the heatmap and QA Dashboard.
Language Filter	Filters adherence metrics by language. Use the All Languages dropdown to refine adherence data by selected language.
All Queues	Filters interactions by queues mapped to the selected evaluation form.
Tooltip Insights	Hover over the heatmap to view adherence percentage, interaction count, and total interactions for the selected agents and date range.

Enable Auto QA in Quality AI > Settings > Quality AI General Settings to configure evaluation forms and generate automated scores.

View More Details

Select View More Details to open the detailed Adherence Heatmap and view evaluation form-based trends.

Fail Statistics

Displays failed and negatively scored interactions to help supervisors identify quality gaps, fatal trends, and evaluation issues. The widget updates dynamically based on filters such as evaluation form, queue, language, agents, and date range. Use Fail Statistics to:

Track failed and fatal interaction percentages across evaluation forms and agent scorecards.
Analyze fatal interaction trends across daily, weekly, or monthly views.
Compare failed interactions and fatal interactions using interactive trend charts.

Evaluation Form

Displays failed and fatal interaction trends across selected evaluation forms and queues. Hover over the chart to view detailed failure percentages and metric-level scores.

Agent Scorecard

Displays failed interaction trends based on selected scorecard metrics. If you mark a metric as fatal, assign a zero score to the interaction and flag it across modules. Hover over the chart to view failure percentages and metric-level scores.

The widget updates automatically based on the applied dashboard filters.

Element	Description
Evaluation Form	Selects the evaluation form used to calculate failure statistics.
Queues & Experience Flows	Filters results by Queues or AI Experience Flows. Supports separate tabs with search and multi-select options.
No. of Fails	Displays the total number of failed interactions and the percentage change compared to the previous period.
Failed Interactions	Shows trends of failed interactions over time.
Fatal Interactions	Displays interactions that triggered one or more configured fatal metrics.
Trend Interval	Allows selection of trend view by Daily, Weekly, or Monthly intervals.

The widget updates automatically based on the selected dashboard filters.
When Handled By is set to AI Agent, only AI Agent evaluation data is displayed.
The Agent Scorecard view is unavailable for AI Agent analysis because scorecards apply only to Human Agent evaluations.

Performance Monitor

Displays performance trends and score distributions using evaluation forms and agent scorecards. The widget updates based on shared filters such as evaluation form, queue, language, channel, agents, and date range.

Evaluation Form

Displays performance trends and evaluation scores for selected evaluation forms and queues. Supervisors can switch between Trends and Distribution views and analyze data across daily, weekly, and monthly intervals. The score gauge shows the average evaluation score for the selected filters and date range.

View	Description
Trends	Displays evaluation score trends over time using a performance graph.
Distribution	Displays agent score distribution across defined ranges (for example, 0–10, 11–20) over 7, 30, or 90 days.

Performance Monitor - Evaluation Form Distribution

Agent Scorecard

Displays scorecard-based performance trends and score distribution using selected scorecard metrics.

View	Description
Trends	Displays failed interaction percentage trends over time.
Distribution	Displays agent distribution across configured score bands (for example, 0–10, 11–20).

Performance Monitor - Agent Scorecard Distribution

The Agent Scorecard tab displays only when enabled in Quality AI > Settings > Quality AI General Settings.

Agent Leaderboard

Provides a centralized view of ranked agent performance to help supervisors identify top and bottom performers for recognition and targeted coaching. The leaderboard updates dynamically based on the selected Queue filter and works independently of Language and Channel filters. Select an agent or View Leaderboard to open detailed performance insights.

Leaderboard Columns

Column	Description
Agents	Displays the agent group name and assigned queue.
Audit Completed	Displays the total number of interactions completed by each agent.
Audit Score	Displays the average manual audit score, including the latest revised score for any re-evaluated interactions.
Kore Evaluation Score	Displays the average Auto QA score for audited interactions.
Fail Percentage	Displays the percentage of failed interactions across all audits.

When Agent Accept & Dispute is enabled in Quality AI > Settings > Quality AI General Settings, Audit Score reflects the latest revised score after re-evaluation.

For more information about ranked agent performance and associated conversations, see Agent Leaderboard.

View Leaderboard

Displays top and bottom performers along with their associated conversations.

You can access the full Agent Leaderboard by navigating to:

Quality AI > Dashboard > Agent Leaderboard.
Quality AI > Agent Leaderboard.
Select any agent to view their individual dashboard (Agent Leaderboard or Agent-Specific Dashboard).

Supervisor Insights and Coaching Support

Supervisors can review interactions, evaluation details, bookmarked conversations, and coaching insights to support targeted coaching activities. Supervisors can use bookmarked interactions to assign coaching tasks. The system displays the most recent interactions first. If an agent doesn’t have an assigned scorecard, supervisors can’t view that agent’s scorecard details. For more information, see Supervisor View with Agent-Specific Dashboard and Agent Dashboard - Agent View.

​Key features

​Access Supervisor Dashboard

​Configuration Requirements

​Dashboard Filters

​Date Range

​Filter Options

​Agent Performance Metrics

​Audit Progress

​Audit Action

​Evaluation Score

​Adherence Heatmap

​View More Details

​Fail Statistics

​Evaluation Form

​Agent Scorecard

​Performance Monitor

​Evaluation Form

​Agent Scorecard

​Agent Leaderboard

​Leaderboard Columns

​View Leaderboard

​Supervisor Insights and Coaching Support

Key features

Access Supervisor Dashboard

Configuration Requirements

Dashboard Filters

Date Range

Filter Options

Agent Performance Metrics

Audit Progress

Audit Action

Evaluation Score

Adherence Heatmap

View More Details

Fail Statistics

Evaluation Form

Agent Scorecard

Performance Monitor

Evaluation Form

Agent Scorecard

Agent Leaderboard

Leaderboard Columns

View Leaderboard

Supervisor Insights and Coaching Support